Why do it: To add additional information, clarifications, or respond to a message within an already started ticket conversation.
Procedure
1. Access the page of the open ticket you wish to reply to.
2. Scroll to the end of the conversation, where you will find the reply area.
3. In the main text field, which uses an advanced editor (TinyMCE) and has the placeholder What do you want to write in the message?, type your message. You can use the formatting tools (bold, italic, lists, etc.) available in the editor's toolbar.
4. (Optional) If you need to attach files (documents, images, etc.), use the file upload area below, labeled with the placeholder Attachments.
5. Once you have completed your message and uploaded any attachments, click on the Send Message button.
The system will send the reply and refresh the page, displaying your new message within the conversation history.
